Digital Support Team Leader

Leading FinTech
- Join during an exciting period of growth and transformation
- Lead and support an amazing, diverse and vibrant team

**Data Action (DA)** has over 30 years’ experience as a specialist software and services provider to the alternate banking and financial services industry. Operating nationally and servicing a broad client base including customer owned banks, credit unions, neobanks and financial services membership organisations, DA’s focus of supporting the financial wellbeing of Australians is echoed through our values:

- No goldfish - go beyond your bowl, share knowledge, stay curious and keep learning.
- Fail forward - Learn from mistakes and keep moving forward.
- Cheer loudly - Be proud of the team’s results and celebrate successes.
- Own it - Throw yourself in and own your work, taking responsibility until the end.
- Think Client
- We’re all part of an ecosystem; take care of each other, so we can take care of our clients.

**About the Role**:
The Digital Support Team Leader is primarily responsible for providing leadership to the team responsible for working with developers to ensure the ‘supportability’ of new software releases, deployment of software into the SIT environment, handling third level escalations, and ensuring that software released for client deployment has been tested, installed correctly and is supplied with sufficient documentation to allow successful deployment and support.

**You Will be Responsible for**:

- Liaise with stakeholders (internal and external) at all levels, demonstrating effective communication, developing customer confidence and sound business relationships
- Ensure staff understand the purpose and responsibilities surrounding the role they play within the team including the importance of providing excellent service and support, following the DA methodologies relating to compliance, change management and software/source control
- Ensure that RFWs are dealt with efficiently and effectively - the objective is to continuously exceed the target levels on the service delivery work in progress time frames
- Review, allocate and continually revisit the workload for each team member to ensure the quality of customer service and support is maintained at the highest levels
- Ensure the Team follow change management, source/software control and compliance methodologies at all times
- Ensure that knowledge base entries and support documentation are maintained appropriately and within acceptable time frames to ensure they are a sound source of reference
- Make accurate and informed decisions within the context of this role
- Provide a mentoring role surrounding the service experience principles we require staff to achieve
- Ensure technical knowledge is continually reviewed for all staff and train and mentor the team to be self-sufficient in handling all support items regardless of the technical complexity
- Create training plans for each team member and arrange for training and staff development to enable each team member to have the best possible opportunity to be positioned and able to work on the majority of activities within the Support Team;
- Identify any staff training and development needs and inform your Manager and/or the People and Culture team
- Work on a range of activities and projects within the Division as directed by your Manager.

**What You'll Need to Succeed**:

- Degree or tertiary qualification in Computer Science or related field and/or relevant experience in an IT Application Support environment in a Senior Analyst, Team Leader, or managerial role
- Sound experience in an Application or Digital Support role, operating within complex client-focused with multiple interfacing systems
- A passion for problem solving, strong analytical capability, and a keen eye for detail
- Excellent administrative, organisational and time management skills
- Strong understanding of support and development methodologies
- A willingness to participate in a 24/7 on call and upgrade roster
- Strong customer service and communication skills
- A friendly and approachable personality.

DA offers exciting opportunities for professional development and we have a strong focus on career progression for our employees. Flexible and supportive working arrangements are encouraged.

If this sounds like you, we’d love to hear from you Please be sure to combine a **covering letter** addressing the key criteria set out above as the **first page** of your resume.
- To be considered for this role you will need to be an Australian Citizen, Permanent Resident, or have a current visa that permits you to work in Australia._